steveneagell.co.uk

What a disastrous customer experience

Took my car for its first service and MOT at Steven Eagell Toyota in Tunbridge Wells...what a disaster.Dropped my car off at 8am, I was actually there before the staff, so I was first in. Despite having received a checked in email which had a button to 'check progress' I had to contact the service team for an update at 4pm, as the 'check progress' button didn't have any updates. I then received a reply that my car would be ready by 6pm.I arrive a 6pm to collect my car and question why my car was first in and still the last car to be made ready. I was given an honest apology and they said they'd messed up their work order.I was then given the MOT certificate and talked through the advisories, I was also handed my service book.6.20pm, still no car. Looking through the documentation, I notice that the MOT certificate was for a different car, so I complained. I then noticed a while later that my service book had not been written up or stamped to show the service...I then highlighted this issue too. Finally at 625pm, I am given a correct MOT certificate, written and stamped service book, my car keys. Received no MOT video, the 'passed' visual inspection sheet never came back. Now the car is outside the main entrance (most of the staff had left for the day by now), I get in my car and notice that it was still filthy, inside and out - when I booked the service, I received notice that my car would be cleaned inside and out. What a rubbish service! I'll have to now pay for that to get cleaned elsewhere as there is currently a domestic hose pipe ban.I was kindly given a full refund by a very apologetic and obviously embarrassed Service Manager, but was a horrendous experience. I will definitely never ever go back to Steven Eagell again. I was even planning to take my son there this week to look at buying his first car. I will now go to Group 1 Toyota.

Date of experience: Oct 10, 2025